‎Voice Queue (Per Call) Report | Sprinklr Help Center

Voice Queue (Per Call) Report

Updated

16 days ago

The Voice Queue (Per Call) Report provides comprehensive Queue details at the call level, counting each call as a single entity even if it is assigned multiple times. It offers in-depth information on service levels, service rates, abandons, calls taken, and various call times associated with each call assignment. Additionally, the Report tracks the entire call journey within the queue, including assignment and un-assignment times and their reasons.

The Voice Queue (Per Call) Report belongs to the Queue Reports Report Group. Below are some of the scenarios where this Report is beneficial:

Track service levels at the queue level based on each call that enters the Queue.
Monitor Queue performance by analyzing calls offered, calls taken, calls abandoned, and various call times.
Track Metrics such as flow-in, flow-out, and overflow at the Queue level.

Attribute	Status
Behavior of User Custom Fields	Not Supported.
Behavior of Work Queue Custom Field	Work Queue level Custom Fields (CF) are supported in this Report. They are based on the 'Work Queue' Dimension. The values are controlled in the Queue Settings in the Unified Routing section.
Behavior of Case Custom Fields	Case Level Custom Fields (CF) are supported in this Report. Plotting any Case-level CF will display the value attribute for that field on the Case. This same value will be shown for all calls/records within that Case, even if there are multiple Conversation IDs.
Date Filter	Work Creation Time.
Record Creation Time	When a Case/Call enters the Work Queue.
Refresh Frequency	5 minutes.

Metrics and Dimensions

The following are the Metrics and Dimensions available under the Voice Queue (Per Call) Report:

Metrics

Dimensions

Name	Description
User Assignment Time	Measures the time when the particular work was assigned to the User stage - from work assigned type to new work assignee type.
User Assignment Count	Measures the count of times that a work is assigned to a user. If a particular work/ call is assigned to user multiple times, it will indicate that number.
Inbox Assignment Time	Measures the time when the particular work was assigned to the Inbox stage - from work assigned type to new work assignee type.
Work Queue Assignment Time	Measures the time when the particular work was assigned to the Work Queue stage - from work assigned type to new work assignee type.
Work Queue Assignment Count	Measures the count of times that a work is assigned to a Work Queue. If a particular work/ call is assigned to a Work Queue multiple times, it will indicate that number.
Count of Calls Originated In Queue (Per Call)	Measures the count of calls which were originated in the Queue or were first assigned to this Queue based on unique call that entered the Queue.
Total Calls Taken (Per Call)	Total number of times a call was answered/connected by the agent in the associated Queue. If the same conversation enters the Queue again, it will be counted 1 only based on unique conversation and its final outcome.
Time Since Last Queue Assignment	Mostly used for debugging and indicates the current time since the latest assignment to the Work Queue was done.
Hold Time (Per Call)	Total time the call was put on hold by the agent for the particular conversation in the associated Queue.
Count of Calls Flew Out (Per Call)	Total number of times a call flew out from a Queue based on the unique conversation that enters the Queue. If same conversation flows out of the Queue twice, it will be counted as 1 only.
Average Time to Abandon While Ringing (Per Call)	Measures the average time it took for a call to abandon after assignment to the agent over total number of calls that got abandoned while ringing on the agent console. It will measure basis each unique conversation that enters the Queue.
Average Handle Time (Per Call)	Average handling time of the call based on talk time, hold time, wrap time over total number of calls which were taken/ connected with the agent. It will measure basis each unique conversation that enters the Queue.
Total Calls (Per Call)	Total number of times a unique call has been assigned to the associated Queue. This can be either directly from IVR or transferred from another Queue. If the same conversation enters the Queue again, it will be counted 1 only based on unique conversation and its final outcome.
Average Time to Abandon (Per Call)	Measures the average time it took for a call to abandon after entering the Queue over total number of calls that got abandoned in the Queue. It measures time for both calls abandoned in Queue or while ringing. It will measure basis each unique conversation that enters the Queue.
Number of Calls Abandoned In Queue (Per Call)	Measures the number of calls which got abandoned in the Queue before the agent assignment. It will measure basis each unique conversation that enters the Queue.
Number of Calls Abandoned In Queue Within SLA (Per Call)	Measures the total number of calls that got abandoned in Queue before the agent assignment. SLA preset can be applied on the metric to get the count within defined threshold. SLA preset works on Time to Abandon in Queue. It will measure basis each unique conversation that enters the Queue.
Total Calls Answered Within SLA (Per Call)	Measures the total number of calls that were answered/connected by the agent in the associated Queue based on their assignment. SLA preset can be applied to this metric for desired threshold. SLA preset works on Time to Answer. It will measure basis each unique conversation that enters the Queue.
Mute Time (Per Call)	Total time call was put on mute by the agent for the particular.
Total Calls Abandoned Within SLA (Per Call)	Measures the total number of calls that were abandoned / not connected by the agent in the associated Queue based on their assignment. SLA preset can be applied to this metric for desired threshold. SLA preset works on Time to Abandon. It will measure basis each unique conversation that enters the Queue.
Average Wait Time in Queue (Per Call)	Measures the average time a call spends in the Queue before either assignment to agent or abandon over the total number of calls that entered the Queue. It will measure basis each unique conversation that enters the Queue.
Time to Answer (Per Call)	Gives the time duration in which a call is answered by the agent in a Queue for each call that entered the Queue. If the same conversation enters the Queue again, it will be counted until the call is first answered by the agent.
Average Wait Time (Per Call)	Measures the average time a call had to wait before the call was assigned to an agent, including both Queue time and ring/agent inbox time for the agent over total calls that entered the Queue. It will measure basis each unique conversation that enters the Queue.
% Total Abandoned Calls (Per Call)	Measures the % of calls which got abandoned in the Queue (before or after agent assignment) over total number of calls that entered the Queue based on each unique conversation.
Number of Calls Abandoned While Ringing Within SLA (Per Call)	Measures the total number of calls that got abandoned while ringing to the agent post the agent assignment. SLA preset can be applied on the metric to get the count within defined threshold. SLA preset works on Time to Abandon While Ringing on agent console.
Number of Calls Abandoned While Ringing (Per Call)	Measures the count of calls which were abandoned in a Queue in the ringing stage. If the same conversation enters the Queue again, it will be counted if the call is finally abandoned.
Ring Time (Per Call)	Total time spent waiting for agent/customer post the call was assigned to the Work Queue.
Service Level (Per Call)	Measures the SLA for the Queue based on: Number of Calls answered within SLA (Per Call) / Total Calls (Per Call) - Number of Calls abandoned within SLA (Per Call). SLA preset can be added on the metric to get the SLA% for the required threshold.
Count of Calls Flew In (Per Call)	Total number of times a call flew into a Queue based on the unique conversation that enters the Queue.
Talk Time (Per Call)	Total talk time on the call with agent and customer on the particular conversation in the associated Queue.
Time to Abandon (Per Call)	Gives the time duration in which a call is abandoned in a Queue without getting picked by agent for each call that entered the Queue. If the same conversation enters the Queue again, it will be counted if the call is finally abandoned.
Hold Count (Per Call)	Number of times customer was put on hold by agent for the particular conversation.
Average Time to Abandon In Queue (Per Call)	Measures the average time it took for a call to abandon in the Work Queue before agent assignment over total number of calls that got abandoned in Work Queue. If the same conversation enters the Queue again, it will be counted if the call is finally abandoned.
Total Calls Abandoned (Per Call)	Total number of times a call was abandoned / not connected by the agent in the associated Queue. If the same conversation enters the Queue again, it will be counted 1 only based on unique conversation and its final outcome.
Average Hold Time (Per Call)	Average hold time based on the total number of calls that were connected with the agent: Hold Time (ACD) / Total Calls Taken (Per Assignment).
Average Talk Time (Per Call)	Average talk time based on the total number of calls that were connected with the agent: Talk Time (ACD) / Total Calls Taken (Per Assignment).
Count of Logged In Agents	Total numbers of agents who are logged in to the particular Queue. If an agent is part of multiple Queues, it will appear as a count in both Queues.
Count of Available Agents	Total numbers of agents who have the status marked as available in to the particular Queue. If an agent is part of multiple Queues, it will appear as a count in both Queues.
ACW Time (Per Call)	Time spent filling the ACW after the call has ended for the particular conversation in the associated Queue. This can include time spent with the ACW on the screen post call, during call or in pending state depending on the values selected in "service settings screen".
Handle Time (Per Call)	Depicts the total handle time of the conversation including the talk time, hold time, preview time, wrap time, and so on, depending on the values selected in "service settings screen".
Total Calls Short Abandoned (Per Call)	Total number of times a call was abandoned or not connected by the agent in the associated Queue based on their assignment as per the threshold selected in "service settings screen".
Preview Time (Per Call)	Total preview time spent by the agent on the particular call in the Work Queue for outbound calls.
Customer Dial Time (Per Call)	Time spent by the agent on the outbound call when its ringing to the customer, that is, agent is connected and waiting for customer to join the calls (for manual, preview calls).

Name	Descriptions
Agent	Name of the user to whom the call was assigned. If call was assigned to 2 different agents, it will show names of both the agents.
Call Start Date	Provides the data when the particular call started. If an aggregation is applied, it will provide call start time interval.
Final Skills Associated with Call (Comma Separated)	Indicates entire list of Skills which were latest associated to the call in a comma separated format. If the call is transferred, transfer Skills will add on to the original list of Skills'
Final Skills Associated with Call	Indicates entire list of Skills which were latest associated to the call. If there are multiple Skills, it will split in multiple rows
Work Un-Assignment Interval	Indicates the time interval when work was un-assigned from a certain stage. To be used with work assignee type, and new work assignee type.
Agent Email ID	Email ID of the user to whom the call was assigned.
Did Agent Missed Offer Due To Page Refresh Or Page Close?	A Boolean field indicating if the call was missed post the agent assignment due to page refresh or page close. Mostly used for debugging and not to be used in reporting.
Work Assignee Type	Indicates the previous stage where the particular work went through. This includes Work Queue, inbox, user, outbox as 4 different stages.
Work Assignment Reason	Indicates the reason for each work assignment at every stage.
Call Invite Type	The nature of invite for the agent, can be: IVR_INVITE, AGENT_TRANSFER, AGENT_INVITE based on the Agent Voice Performance Report.
Work Assignment Time	Indicates the time when work was assigned to a certain stage. To be used with work assignee type, and new work assignee type.
Is Abandoned? (Per Call)	A Boolean field indicating if the particular call to the Queue was abandoned or not, that is, was not accepted by the agent or abandoned by customer.
Is Call Flew In? (Per Call)	A Boolean field indicating if the particular call to the Queue flew in the from another Queue.
Work Queue ID	Indicates the unique ID of each associated Work Queue.
Work Queue	Provides the name of the associated Work Queue. If the Work Queue is not shared with the particular user, it will show the unique ID of the Queue.
Account Group	The name of the Sprinklr Account Group. An Account Group is a collection of Accounts within a Client that can contain multiple social networks. You can create and edit these groups under Administration> Settings.
Routing Config Waited Till	Indicates the date timestamp till when the internal routing configuration was on wait before assigning it to the Queue/ agent. Mostly used for debugging and not to be used in reporting.
Backup Queue	Provides the name of the backup Queue to which the call is assigned from the primary Queue.
Work Un-Assignment Time	Indicates the time when work was un-assigned from a certain stage. To be used with work assignee type, and new work assignee type.
Work Assignee ID	Indicates the ID of the assigned stage where the particular work went through. This includes Work Queue ID or the user ID based on to whom the work is assigned.
Is ACW Callback?	Boolean field denoting if the particular call was an ACW Callback (Re-Dial via ACW Screen) (True/False).
New Work Assignee ID	Indicates the ID of the assigned stage to which the work is assigned from the previous stage. This includes Work Queue ID or the user ID based on to whom the work is assigned.
Work Queue Assignment Time	Indicates the date timestamp for when the particular call was assigned to the Work Queue.
Assignment ID	Internal ID of the assignment. Mostly used for debugging, and to be used in reporting.
Last Work Queue Assignment Time	Indicates the date timestamp when the call was last/ latest assigned to the Work Queue.
Reason to Skip Holding Queue	Provides reasons as to why the call skipped from the holding Queue stage. Mostly used for debugging and not to be used in reporting.
Case Details	Associated Case to the event, which includes the Case subject, Case ID and the Description.
Transferred by Agent	Indicates the name of the agent who transferred the call to another agent or Queue. If call was transferred by 2 different agents, it will show names of both the agents.
Is Call Originated in Queue? (Per Call)	A Boolean field indicating if the call was originated in the particular Work Queue or not based on unique call that entered the Queue.
Is Abandoned while Ringing?	A Boolean field indicating if the call was abandoned during ringing to the agent post the call was assigned to the agent.
Routing Config Status	Provides the status of the routing config if it is in progress, completed or on hold. Mostly used for debugging and not to be used in reporting.
Call Invite Reason	Depicts the type of the call based on the invite reason including values like transfer, whisper barge in, IVR invite, and more.
Call Start Time	Provides the data timestamp when the particular call started.
Original Skills Associated with Call (Comma Separated)	Indicates entire list of Skills which were originally associated to the call in a comma separated format.
Original Skills Associated with Call	Indicates entire list of Skills which were originally associated to the call. If there are multiple Skills, it will split in multiple rows.
Work ID	Indicates the unique ID of each work that is assigned to a particular Queue or to a particular stage.
Is Abandoned while Waiting in Queue?	A Boolean field indicating if the call was abandoned while waiting in the Queue before it was assigned to an agent.
New Work Assignee Type	Indicates the new stage to which the work is assigned from the previous stage. This includes Work Queue ID, or the user ID based on to whom the work is assigned.
Is Call Flew Out? (Per Call)	A Boolean field indicating if the particular call to the Queue flew out to another Queue.
Case Number	The ID number associated to the Case Details.
Customer Phone Number	Phone number of the customer associated on the call.
Work	Provides the details/ name of the work that was created.
Account	The name of the social network account. When used with Case details, this will display the name of the "Brand Account" through which the first message associated to the Case is grabbed. Messages are ordered in a Case based on the time they were associated to the Case, not necessarily the date and time the messages were created.
Work Assignment Interval	Indicates the time interval when work was assigned to a certain stage. To be used with work assignee type, and new work assignee type.
Work Creation Time	Indicates the date timestamp when the particular work was created/ assigned to the Queue.
Work Channel	Indicates the channel for which the particular work was created for including the ACW time, inbound, and outbound calls as well.
Agent Group	Agent Groups for which the User is part of, if they are part of multiple groups, it will create multiple rows.
Channel	Provides the name of the channel associated on the Case. This dimension can be used to segment a common metric across multiple channels and will show the list of all channels associated to the first message of the Case.
Work Assignee	Indicates the name of the assigned stage where the particular work went through. This includes Work Queue name or the user’s name or unassigned if the work is unassigned based on to whom the work is assigned.
Is a Transferred Call?	A Boolean field indicating if the call was a transferred call or not.
Agent Id	The Sprinklr user ID for whom the report is being generated.
Agent Federation Id	Federation ID of the user for whom report is been generated.
Date	Date on which the event occurred.
Day of Year	This is the sequential day number starting with day 1 on January 1st.
Time of day	The specific 1 hour period within a day when an activity occurred, displayed in the 24-hour clock format (hh:mm) and adjusted to the user's timezone.
Time of day (30 minutes interval)	The specific half-hour period within a day when an activity occurred, displayed in the 24-hour clock format (hh:mm) and adjusted to the user's timezone.
Time of Day (15 Minute Interval)	The specific quarter-hour period within a day when an activity took place, represented in the 24-hour clock format (hh:mm) and adjusted to the user's timezone.
Week of Year	This is the sequential week number in the year starting the week count with Sunday
Month Of Year	The name of the Calendar Month on which the activity occurred.
Day of the Week	The name of the day of the week on which the activity occurred.
Conversation ID	Unique ID associated with that particular call. (There can be multiple calls associated to a Case, and each call will have a separate and unique conversation ID)
Day of Time Range	This dimension specifies the respective day number in the selected time range. Note that the start date will be referred to as Day 1 and so on.
Direction	Indicates the direction of the call with respect to the customer. If the call is dialed in by customer, it will be termed as inbound and if the call is dialed out by the Sprinklr agent it will be termed as outbound.
Is Scheduled Callback?	Measures the total time spent by the available agents in the available status in the particular Queue. If an agent is part of multiple Queues, it will appear as a measure in both Queues.
Is Manual Call?	Boolean field indicating True if the particular call is a manual call or not.
Assignment ID	Internal ID of the unique assignment of the call to the Queue. Mostly used for debugging, and to be used in reporting.
Work Type	Defines how the particular Case/ call is assigned to the Queue (it can be from Case or task).

This concludes our comprehensive coverage of the Voice Queue (Per Call) Report. For more details on the Reports available under Service Analytics, please refer to the Detailed Reports Glossary.

Voice Queue (Per Call) Report

Metrics and Dimensions

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